Headache Severity and Digital Eye Strain Among Call Centre Agents: The Impact of Prolonged Screen Time on Work Productivity

Abstract

Background: The rapidly growing call centre industry in Pakistan, particularly in Rawalpindi and Islamabad, has drawn large numbers of young people into prolonged, screen-intensive work. Extended occupational screen time, compounded by recreational use of digital devices, has been associated with a rise in digital eye strain (DES). While prior studies have documented the prevalence of DES symptoms in this population, none have specifically examined symptom severity or its relationship with headache and work productivity.

Objectives: To identify the symptoms and prevalence of digital eye strain among call centre agents, assess the severity of symptoms in relation to screen time, evaluate the association between digital eye strain and headache, and determine the impact of symptom severity on work productivity.

Methods: A cross-sectional survey was conducted using a convenience sample of 348 call centre agents, with sample size calculated using the OpenEpi tool. Data were collected between April and July from H&M Telesolutions, Mars BPO, and other call centres in Rawalpindi and Islamabad, using the Digital Eye Strain Questionnaire (DES-Q) together with a self-generated questionnaire. Data were analysed using IBM SPSS 21.

Results: Participants aged 26–35 years, predominantly male, reported the highest burden of digital-eye-strain symptoms, which were strongly linked to prolonged screen time and non-work device use. Headache showed a highly significant association with digital eye strain (p < .001) and had only a slight measurable effect on work productivity.

Conclusion: Prolonged screen time among call centre agents is associated with digital eye strain, most commonly presenting as headache, blurred vision, and burning of the eyes, and headache severity is strongly linked to overall symptom severity. Although the impact on work productivity was slight, most participants regarded these symptoms as ordinary, rarely sought professional care, and allowed symptoms to resolve on their own.